dire bloom
Hello!
Im having some problems to use my new wooting 60HE.
The first time the keyboard was light on and kinda working. But the app web wasnt found the keyboard… then the light turn off. Now I have this problem. (Sorry for my english)
PC SPEC: R5 5600X | B550 ELITE AORUS
Maybe when I was updating for the first time some error happened, but now idk what I can do anymore
dire bloom
I tried with another PC, but I had the same error.
dire bloom
cerulean temple
Thanks for for the detailed information.
Did it always break at around the same percentage when updating? On the picture it nearly completes.
How is your USB setup, like what other USB devices are connected to the system and on which USB port?
You can try to unplug all other USB devices and check if then the update completes. Like to start the update with only the mouse connected, then quickly remove that an connect the Wooting by holding the two keys to put it in update mode.
Please also try a different USB cable to rule out that the stock cable is maybe bad and causes connection issues every now and then.
dire bloom
@cerulean temple hello! Worked only with the LAMZU ATLANTIS cable, the others cables disconnected and using usb 3.2. Everything is working right now! Oh gosh 😂
Thank you for your time and support
cerulean temple
<@426791162670481419> hello! Worked only with the LAMZU ATLANTIS cable, the othe...
This is valuable intel. It would be really great if you can do more tests.
As mentioned it would be good to know if it breaks at the same point or at a different percentage. If not it can be that you only got luck with the working cable and that it make break the next time. So it would be nice to know if you can do the restoring three times again and check if it still working fine every time. Also please cross check the cables which have trouble on other systems and devices.
In the case it working with one cable but not others it would mean there is a signal quality problem of some kind. That would be an important thing to know.
cerulean temple
@dire bloom Any update on this? Do you own or use any Razer device? Or what mouse do you use?
dire bloom
@cerulean temple hello! I was without discord. Everything was good until yesterday… I tried to update the keyboard, but the old issue is back: flashing firmware device
Error unknown! I tried the same thing I did betore, but atm i am just tired 😦
and Yes, I have Razer Mouse
cerulean temple
Do you have / use L-Connect 3 from Lian Li?
What worked the last time?
Can you do the restoring on another PC?
dire bloom
I tried with 3 cables (lamzu, pulsar and wooting). Not working..
Other pc too. I did the same thing, mas idk this time nothing is working.
I tried to change every motherboards usb too
cerulean temple
So you don't use L-Connect 3, right?
Did the flashing fails at a different point? It most likely means a communication issue. But if so you should also have issues when using the device normally, at least from time to time.
I recommend to try out a third PC, just to ensure it's nothing on the system which causes this. I recommend to try a complete different kind of PC, like parents or so. School or work would be the same, but only do it if you are allowed to.
dire bloom
So you don't use L-Connect 3, right?
Nop.
I just have 2 PC here.
Im trying every minute, but failling at the same point. Almost ending the green line… and… error
cerulean temple
Hmm, please take screenshots and compare them.
If it stops at the exact same point it can be that maybe the flash is damaged at a specific address. Then it would fail every time.
So that reading works but not writing. If it's a signaling issue if would fail at different points.
I rechecked the log you provided before, it only contains two tries but it failed after the same amount of packages which were sent.
So please provide the error logs again so I can check them.
dire bloom
cerulean temple
The error log is quiet short and don't contain any restoring attempt.
cerulean temple
The conenction sound came quiet late. It can be that due to this the Wootility wasn't able to see the device in time.
So please try again and put the device into the restore mode before you start it.
dire bloom
cerulean temple
Now please send the error logs.
Oh sorry, no need...
I didn't noticed that the previous log actually contained three attempts. They only stopped very quickly on the second package whichwas sent.
So it's at the same point but not as before in March.
dire bloom
In the app is almost the same. In the web the green line almost goes to the end every time. Idk this can be usefull
cerulean temple
Wait, the progress depends on which Wootility you use (desktop vs. web)?
dire bloom
yes
cerulean temple
But the files from March seem to come from the desktop version too.
dire bloom
Im sending videos from the app
Every log Im sending from the app, but when it works, I was using the web app
cerulean temple
Please test this on a third PC.
If the trigger is some app or other system specific it can be that you have it on both of your systems.
Maybe try a Linux Live-CD if you are familiar with that.
dire bloom
Please test this on a third PC.
I dont have more PCs. Well, I think nothing is gonna work atm. Im spending 5h doing this.
Any news, I send any msg here. Tks
cerulean temple
Even if, I recommend to test a PC which is different than these you already tested. Like mentioned parents, friends, work or school PCs would be suitable.
If it fails there too we can assume the device is flawed. Then you should contact Wooting and ask for a replacement.
But if it works it's likely something about your PCs. Then it would help if you can reinstall Win and check it again. In the case you have a spare device laying around I would recommend to install Win on that, so you can test it without the hassle of setting up an OS from the fresh.
To start a RMA please write them by e-mail if you haven't already.
Best to provide all the needed information in advance so less back and forth is necessary to speed up the process. Like the serial number, the order number, a short description of the issue, picture / video of the problem, what you want (like a refund, replacement unit or part) and a link to this thread so they can read the detailed troubleshooting.
In the case the device works on the third system a replacement unit would not make much sense, then a refund would be better.
dire bloom
Ok. I got my wooting from DrMouse from Brazil. The replacement works aswell?
cerulean temple
I'm not sure... I know Wooting works with some reseller because Wooting stops selling to individuals in some countries. In that case you should have rights fromt he reseller and he has for Wooting.
Otherwise he would need to transfer the order to your account so you can claim the warranty.
But then I don't know if Wooting would send a replacement in the case they don't send to Brazil anymore.
dire bloom
Im sending email to them so. I was talking with DrMouse, he is a reseller official from wooting. And he said: wooting have 4 years of warranty. They can send to you the replacement of anything
cerulean temple
I know Wooting stopped doing business for some south American countries. I'm not sure if Brazil is one of them, if so they would likely not sent a replacement unit directly to you, instead it would be better to send one to the reseller so that he sends you one.
dire bloom
I cant return to the past version? I mean, go back when the keyboard was working? lol
cerulean temple
As long as the issue isn't fixed no. That's why you should try it on a third PC or a fresh installed one.
I think the chance is higher that the system causes the issue due to a rare edge case related to a bug than that there is a hardware defect within the device.
dire bloom
Ive tried with linux ubuntu, but I had the same error
Is so weird with all of this is a hardware “problem” only with wooting. Lul
cerulean temple
You had set up the udev rules?
What's with this color? Looks like that system isn't ok at all.
Can you please send the error log for that.
dire bloom
You had set up the udev rules?
What's with this color? Looks like that system is...
yes.
Ive tried installing with a pendrive, and opened with this weird colour.
Im sending email to the wooting. Im tired. I love this keyboard, but I cant anymore...
thank you for helping me
hearty sun
Hi @dire bloom got your email, reviewing this case here.
Would like to double check with @cerulean temple that this error isn't a result of incompatible RGB software for which the Wootility BETA addresses in part?
mAts, if you haven't already, please make sure to disable any software that changes RGB on your computer, then try and reset your keyboard using the beta here
https://beta--wootility.netlify.app
cerulean temple
Hi <@333002841235128322> got your email, reviewing this case here.
Would like t...
He has issues when restoring the device. So the issue is unrelated to normal RGB apps.
It can be related to the problem what L-Connect 3 triggers, just triggered by a different app. To rule out this I would at least need to see a Wireshark dump, but that is too much to ask for a regular customer. It seems to fail at the same point when flashing for the time being. While a few months ago it nearly completed it later failed right at the beginning.
Sadly the user can't check it on a third PC.
As far as I know the beta should not address an issue which would be relevant here. The problem which L-Connect 3 causes is still under investigation.
I don't have enough data on this or similar issues to tell more or be more precise. Knowing if a replacement unit helps or has the same issue would help for future similar cases.
hearty sun
Thanks for the clarification. Followed up with the customer via email for some additional information so that we can ship out a replacement PCBA
dire bloom
Hello! My reseller (drmouse) checked the problem with the wooting too.Looks kinda I am the first one with this issue here 🤣 @hearty sun I replied your email and copied Drmouse too.
cerulean temple
In the case it's not a hardware issue it's timing related. While it's extremly rare you either encounter it or not.
dire bloom
I got a new wooting for my brother, and I tested it in my PC… and worked very well. I was just unlucky, but this things can happens.
cerulean temple
Ok, so if another Wooting works fine there is very likely an issue with yours.